Incorrect build naming in HI can prevent upgrade options in the HI entitlment request form

In the entitlement request form, some versions are unavailable and cannot be selected based on the version the customer is running. The root cause is downgrade protection rules.

1. Navigate to hi.service-now.com.
2. Do one of the following:
   • Enterprise customers click Service Catalog and, under Instance Management, click Version Entitlement Request.
   • Express and ServiceWatch customers, click Self-Service > Request Version Entitlement.
3. In the Instance field, select the instance for which you are requesting an entitlement.
4. In Which version would you like to gain access to, select the appropriate version. 
   The version you wish to upgrade to does not appear on the list of options. Entitlement is confirmed to be the reason for the versions not displaying.

Send an email message to entitlement.managers@servicenow.com and request a manual version entitlement. After the entitlement is granted, the version will be available in the Version Entitlement Request form.